Call Center Training
This blog is a collection of free training materials for call center agents and applicants.
Don’t want to read? Watch the lessons on YouTube.
Hi, I’m Sheina.
I created this website to help call center applicants ace their job interview, improve their call handling skills, and survive their call center life.
Latest Posts
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Assertive vs. Passive Customer Service
These call transcripts will show you the difference between passive and assertive customer service. If you need the video format, proceed to this video. Passive Customer Service (1) Scenario: An…
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Accrued Interest Mock Call | Credit Card Call Center
This is a request by YouTube user @meeprincess9510: An accrued interest mock call when the client paid their balance in full last month and got a new bill for $2…
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Retention Account Mock Call | Call Center
This is a 2-part retention account mock call where a single customer talked to two different agents. The first call was to the Billing Department while the second was to…
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Meh vs Exceptional Customer Service | Telco Account
In this article, there are two Telco mock calls. One issue, one customer, two different agents – Claire and Candace. Both have different ways of handling the issue. This is…
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Philippine Call Center Agent Salary: Detailed Breakdown
I know firsthand how intriguing it can be to wonder about salaries. As someone who had been a part of the call center industry in the Philippines for four years,…
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Call Center Travel Account Explained: Tasks & Processes
If you found this post through Google Search, chances are, you either have an interview coming up or you just got hired to work for a call center travel account….
